Table of Contents
Click here to watch the training video: http://www.professormesser.com/content/view/46/1/
Step 1: Identify the problem
- Begin gathering information
- Ask questions
- What is the nature of the problem
- Is there a specific error message?
- Identifying changes to a computer
- Determine last major change
- Don’t forget about history
- Examine logs
- Windows Event Viewer
- Application event logs
- BIOS event log
Step 2: Analyze the problem and determine potential causes
- Software or hardware problem?
- It’s not always so obvious
- Make a list of all possible causes (how long will it take, etc.)
- Set expectations
- Plan for contingencies (bring all hardware or software with you)
- There are often people and dollars on the line
Step 3: Test related components
- Visual inspection
- Connections
- (power cords, cables)
- Hardware / software configurations
- (Ex. Is USB enabled and configured)
- Device manager
- Vendor documentation
- (websites)
Step 4: Evaluate results
- Questions often create more questions
- Take additional steps, if needed
- Consultation
- Use of alternate resources
- Manuals
Step 5: Document the outcome
- Don't lose valuable information
- Create a knowledge base
Except where otherwise noted, content on this wiki is licensed under the following license:CC Attribution-Noncommercial-Share Alike 3.0 Unported
